Covid-19 Coronavirus update
The latest about our responses – updated July 2020
The health & safety of our tenants, staff, suppliers and communities is our top priority. We have had to make a number of changes to our services including lettings, gas servicing and repair services.
Repairs & maintenance
As of Monday 8 June, we were once again able to schedule routine repairs for our customers.
Please be patient with us as we work through repairs that were reported to us during the lockdown period and those that had booked appointments before the restrictions came into place.
All emergency and urgent jobs will continue to be carried out within their target dates.
If you contact us, please do not be concerned if we ask you if anyone in your household is currently self-isolating due to Covid-19. This is just so we can work with you to help protect everyone a much as possible and help prevent the spread of the virus.
During all visits to properties, all operatives will be following government guidance and have been provided with PPE. It is essential that we always practice social distancing so we’re continuing to remind our customers to remain at least two metres away from our trade operatives, where possible step into a separate room.
Gas safety checks
After a brief suspension, we’re pleased to let you know that our gas servicing is now up and running again. Gas servicing remains a priority for us as this is a legal requirement.
When arranging a gas servicing appointment our team will ask some questions to make sure we complete the appointment safely. If you’re self-isolating or shielding, it’s important to let us know so we can consider how we safely complete this work. If you have any questions or concerns, you can contact us on 01325 405333 or by emailing us at [email protected].
After a period of shutdown we have resumed online digital tenancy repairs requests. Appointments will be booked in advance to allow us to work through repairs in priority order.
We have re-introduced the allocations service and have contacted all those applicants who were made an offer prior to the lockdown
Properties are available for you to place your bid. Please check the applying for a Council home page for available properties.
We are following government guidelines and are currently unable to arrange meetings for some of our regular involvement groups in person. However, we are able to connect with our tenants online and through email. As ever, we want to connect with as many tenants as possible so if you are interested in getting involved and influencing how our services are delivered, please get in touch by emailing [email protected].
Frequently asked questions
We’re continuing to monitor the updates on COVID-19 from the government and Public Health England. If you contact us, please do not be concerned if we ask you if anyone in your household is currently self-isolating due to COVID-19.
Will coronavirus impact the services you can deliver?
Yes, unfortunately, some of our services are being affected but we’re still here to help and support customers. We do have plans in place to deliver our essential services, and we’re continuing to closely monitor the official guidance. We’re taking all the reasonable precautions to protect our customers and colleagues.
Will you still be carrying out repairs during the coronavirus outbreak?
Keeping our customers, colleagues and communities safe is our top priority. We are resuming a normal repair service albeit we will need a little time to catch up. We want to reassure you that we have everything in place to carry out repairs, compliance testing and routine works safely. We’ve worked hard to put additional safety measures in place to protect our colleagues and customers, and we’re following health and safety guidance at all times. It’s essential that we always practice social distancing, so we’re continuing to remind our customers at all times to remain at least two metres away from our trade operatives and, where possible step into a separate room while we’re in their home. We would also kindly ask that the property is ventilated and suitable hand washing facilities are available for the operatives.
I’m due a gas service soon, will this still go ahead?
After a brief suspension, we’re pleased to let you know that our gas servicing is up and running again. Annual gas safety checks are a legal requirement, so our colleagues are completing these jobs, where it’s safe for us and the customer. If you were shielding or self-isolating, please contact as soon as possible so we can discuss your options.
I’m struggling to pay my rent – what help can I get?
We don’t want anyone to be at risk of losing their home because of the virus. If you’re having difficulties, speak to us as soon as possible, and we can discuss how we can help you.
I’m due to have some investment work done to my property. Will this still go ahead?
We have put our plans on hold, but we’re getting in touch with customers to discuss this.
Will housing officers visit my home?
Officers won’t be carrying out any home visits for now, although you can, of course still contact your Housing Officer should you require. You can do this by emailing us at [email protected].
Will complaints and anti-social behaviour cases still be investigated?
We're still dealing with complaints and anti-social behaviour enquiries, but these will be done over the telephone until further notice, so if you need to speak to us, please give us a call on 01325 405333 or email us at [email protected].
Can I move home?
We are again letting homes, but we do ask that you bear with us. The restrictions on letting our empty homes during lockdown has left us with a backlog of empty properties and priority applications but we are working through these as quickly as possible. Please be patient with us we’re nearly there.
Can I view a property I’ve successfully bid on?
Yes, but we are going to be doing things a bit differently to ensure our customers and colleagues are safe. For the foreseeable future, we’ll be carrying out unaccompanied viewings. Before any unaccompanied viewing we will ask you if you are showing any symptoms of COVID 19 and if you are then obviously the viewing can’t go ahead at that time.
Can I still terminate my tenancy?
We have contacted those customers who have already let us know they'd like to terminate their tenancy and one of our team will have been in touch to talk through options with them. If you have been waiting for the restrictions to lift before terminating your tenancy, it is important you speak to us as soon as possible and you can do this by contacting us on 01325 405333 or emailing us at [email protected].